Key Performance Indicators

Bus Complaints per 100K Boardings

Definition: Measures the number of customer complaints about bus service per 100,000 bus passenger boardings.

Performance (August 2017):

In August, did not meet the Target; the actual being 8.34 - an increase of 0.93 compared to that in the previous month and a decrease of 0.97 compared to that in August 2016. Complaints related to buses arriving or departing late contributed the most to the monthly increase. 

Corrective Action:

Improve operator training.